Lani Sunderland
Bradford
Summary
I have over 13 years’ experience in customer-facing roles across retail, banking, and hospitality. I currently work in a mortgage-focused role at Santander, where I support customers through regulated processes and build strong working relationships. Over the past year, I independently studied for and achieved my CeMAP qualification alongside my role. I am now looking to move into a Mortgage Advisor position where I can continue to develop my skills and provide a high standard of customer service.
Overview
14
14
years of professional experience
Work history
Mortgage Relationship Manager
Santander
Bradford
2025.04 - Current
- Consistently met or exceeded service, quality, and performance targets while maintaining a customer-first approach.
- Managed multiple cases simultaneously, prioritising workload effectively in a fast-paced environment.
- Completed detailed fact-finds, affordability assessments, and application support.
- Liaised with underwriters and internal teams to progress cases efficiently.
- Completed credit checks in line with policy, accurately interpreting credit reports and adverse credit history.
- Thoroughly vetted customer documentation to ensure accuracy, completeness, and compliance with Santander policy.
Mortgage Enquiry Consultant
Santander
Bradford
2023.01 - 2025.04
- Giving factual information regarding rates, application processes and customer queries.
- Starting the initial process of a mortgage application, completing high level assessments based on eligibility and affordability.
- Keeping up to date with any changes to policy, market trends, and BoE updates.
- Building great customer relationships by listening, asking open questions and showing empathy when needed.
- Completing outbound as well as inbound calls to provide the best customer service.
- Ascertaining as many facts from the customer to support the mortgage advisor.
- Strong computer and numeracy skills with the ability to navigate multiple systems at pace.
- Skilled in interpreting and analysing data and information to generate great referrals.
- Good knowledge of financial services, regulation and competitor activities.
Kitchen Designer
Wren Kitchens
Bradford
2021.11 - 2023.01
- Generating leads- greeting customers, explaining our process, finding out their wants and needs, generating accounts.
- Booking appointments- booking in necessary appointment (home measure, design appointments, after sales, consolidations).
- Qualifying customers- finding out customer requirements, showing customers examples of products we can provide.
- Completing designs on CAD- designing kitchens tailored to the customers needs and space.
- Sales- presenting the price, talking through offers and sales, explaining company benefits, closing the deal.
- Finance applications- completing finance applications in line with the FCA.
Business Manager
McDonaldʼs
Leeds
2012.03 - 2021.11
- Hiring and turnover- ensuring we hired the right people. Checking right to work documents.
- I worked across several stores in Leeds and Wakefield, actively managing between 130-150 employees.
- Achieving sales targets- monitoring current trends. In store competitions to increase upselling and net sales.
- Staff scheduling- ensuring we had the right amount of people when needed. Working within staffs availability.
- Ensuring adequate amounts of training was provided per shift.
- Completing KPI- sending weekly KPI tracking to management. Hosting weekly management meetings to discuss this with the team.
- Weekly and monthly updates in line with company targets- updates to be sent to hierarchy and area managers. Analysing data and reporting findings.
- Discipline- managing all aspects of discipline from investigations, disciplinary hearings, dismissals.
- Payroll- ensuring all clock card for all employees are correct.
- Training & Development- weekly HIG (howʼs it going) chats. Documented performance reviews and setting targets.
- Recognition- rewarding great work with incentives and prizes.
Education
London Institute of Banking & Finance
Ossett Academy
Wakefield College
Skills
- Financial Planning
- Lead Generation
- Hiring & Turnover
- Organised
- Microsoft Office
- Strong Communicator
- Management & Leadership
- Computer Aided Design
- Sales
- Customer Service
- Time & Project Management
- CeMap qualified
- UK mortgage regulation
Personal Information
Date of birth: 07/04/1995
References
Available upon request.
Timeline
Mortgage Relationship Manager
Santander
2025.04 - Current
Mortgage Enquiry Consultant
Santander
2023.01 - 2025.04
Kitchen Designer
Wren Kitchens
2021.11 - 2023.01
Business Manager
McDonaldʼs
2012.03 - 2021.11
London Institute of Banking & Finance
Ossett Academy
Wakefield College